There can never be a definitive answer to the question of how to best manage difficult staff. Each and every employee within a company is an individual, and as such may respond differently to a mixture of factors. Encouragement might work with some of them, while others may react better to the hair dryer treatment. Still, as a guide, we have assembled a list of top tips to aid you on the way.

The worst possible thing that a leader can do is to simply ignore it and pray that the concern will simply go away. It isn’t likely to, and in fact, it may magnify and get worse over time. The buck stops with the management, so it is up to them to sort out any problems of this type quickly and professionally. This also displays the importance of management training, as professional training should aid the manager to carry out their job effectively. Despite the kind of career, a manager is certain to come across difficult staff no matter what, so it’s something that will have to be resolved at some point.

Most employees may be difficult to manage from time to time. As individuals we are all liable to have our own oddities, and of course we are all prone to good days and bad days. However, constantly difficult members of staff are a completely different proposition, and each situation has to be evaluated individually on its merits.

How to manage difficult staff members – deal with the facts

Sensible and effective managers should disregard any hearsay or office gossip that could be going around and pay attention solely on the facts on their own. Those proclaiming the hearsay should be handled, as what theyre doing is a big problem for the rest of their colleagues and the business as a whole. Managers should include a member of the HR team and confront the member of staff in a quiet, private room – away from any potential distractions or interruptions – once a proper investigation into the situation has been conducted.

How to manage difficult staff members – take a pragmatic approach

Your aim is not to cause an argument; if tempers fray then the issue is likely to be increasingly exacerbated. A manager should take a rationalised approach, first highlighting the positive actions they would like to see the staff member take rather than focussing on the bad behaviour which has been so established. If the issue is something fairly clear such as constant lateness, then instead of criticising the staff member for their timekeeping, just emphasise the importance of each and every employee arriving in work on time so that they can meet their goals.

It might also be unjust to guess that the bad behaviour in question is intentional and done on purpose in order to annoy people. It may be the case that the person has issues in his or her home life that sadly affect their behaviour in the workplace. If this is indeed the case, it can be a major advantage to realise and discover, as at the very least the manager will be able to comprehend the heart of the problem. Asking non-judgemental, impartial, open questions is important here – they’re more likely to generate explanations rather than simply yes and no answers.

A great tip is to summarise what the staff member has said as this will show the employee that you’re listening and taking his or her concerns seriously.

How to manage difficult staff members – results take time

Including staff with the whole thing and making them feel like they’ve had a part in devising the solution should help in the long term, as a member of staff who has had input in a solution or decision should be more willing and co-operative in working towards it. It is all about on-going improvement at this point, which leadership and management training should help with – half of the battle will have already been won if they are willing to change their behaviour in the long run.

If, however, employees display no willingness to change their behaviour then termination procedures within the business’ procedures and policies should commence.

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